exemplas - realising potential

2009 was a particularly difficult time for Royal Mail as national strikes resulted in diminished employee relations and lost business.

To combat increasing competition and streamline the organisation, cost efficiencies and improved customer service were needed. Andrew Dawson (Mail Centre Manager) remembers the situation at the time: ‘I could foresee the coming years would be challenging and I needed to equip my team with skills to effectively communicate and implement these changes.’

Following an internal recommendation Andrew spoke with Guy Thomas, Exemplas’ Business Development Manager, about a tailored Management Development Training Programme specifically designed to help his team meet their targets.

‘Royal Mail provides excellent training; however, people usually attend courses individually,’ Andrew explains.

‘The Exemplas programme appealed because they came on site and did group training. Also, upon programme completion, individuals would receive an external NVQ accreditation.’

Barry Gamson, Exemplas Training Manager, developed the programme with Andrew and identified the specific modules that matched the team’s objectives. The three main training objectives identified were:

1. For managers, a greater understanding of their own individual roles and how to work as a team to effectively deliver change.
2. Personal development to improve individual performance.
3. To give the team external endorsement, plus recognition within Royal Mail, via the NVQ accreditation and qualification process certificated by the Chartered Management Institute (CMI).

Personalised training was the key

The management development framework that Exemplas has delivered, gave the team a solid skills foundation they could use throughout Royal Mail’s transition period. Amongst other competencies it showed them how to consistently improve their workforce management techniques, a skill which has resulted in long-term, positive working relations.

The Impact

Andrew is very positive about the training outcome: ‘The sense of collective achievement was clearly visible and it was excellent for managerial motivation and performance. Also, the work we did with Exemplas was a key part of the mix in ensuring we hit targets and met organisational objectives.’

The participants too are equally positive about the benefits the Senior Management Training programme has brought them. Staff felt valued and understood.

Overall, the principal objective was how the team planned and managed change better. Andrew reports how the team succeeded in this objective: ‘The work we did with Exemplas crystallised our need for a more thorough and comprehensive programme on planning for, managing and communicating change.’

Staff felt valued and understood

Overall, the principal objective was how the team planned and managed change better. Andrew reports how the team succeeded in this objective: ‘The work we did with Exemplas crystallised our need for a more thorough and comprehensive programme on planning for, managing and communicating change.’

‘Working through the NVQ assessments showed me how valuable it is to use my previous project experience. The programme opened my eyes to this, and I thank Exemplas for doing that.’

Phil Jones, Night Shift Manager, Royal Mail

‘The sense of collective achievement was clearly visible and it was excellent for managerial motivation and performance. Also, the work we did with Exemplas was a key part of the mix in ensuring we hit targets and met organisational objectives.’

'The participants too are equally positive about the benefits the Senior Management Training programme has brought them.'

Andrew Dawson, Mail Centre Manager, Royal Mail